Team Lead, Program Support

Summary :

The Lead Program Coordinator leads the team and provides front-line customer service to internal team members, clients, vendors and users for the various supported Vendor Management Software solutions. Responsible for addressing and communicating ongoing issues through the appropriate escalation process and providing timely feedback and responses to the end users. Responsible for case review, entry and maintenance through the use of VMS technology. The Program Coordinator Lead must work with all parties for problem resolution, and must provide a professional response and exhibit strong customer service orientation when dealing with all partners. Takes responsibility for supervising the team to ensure work is managed in an efficient, effective and timely manner while meeting / exceeding SLA’s. Works under general supervision.

GENERAL RESPONSIBILITIES :

• Leads by example, responds and answers inbound telephone calls and email correspondence in a

timely manner / according to SLA’s within a service delivery center that provides support to Managed Service Provider (MSP) Programs.

operating procedure. Resolves escalated customer issues that are not being solved by team or where customer escalates.

and aids in development and sharing of best practices. Makes recommendations to improve

efficiencies to drive reduction of repeat calls / emails.

achieving / exceeding predetermined company targets and SLA’s.

Assists with training of new team members on standards and practices so that required tasks, both existing and future, can be effectively executed.